FAQ

FAQ

How to shop at this site?

  • Hover your mouse on CATEGORIES and move to click on Sub-Category, browse among products and select the item(s) you are interested; Or, click on SHOP and scroll down the page to find item(s); Or, click on the Magnifier on the top right hand corner beside shopping cart to type in your search terms, or even SKU # if you already have some knowledge of our product line; and then check and verify the specification of the listing(s) to see if it is the item(s) you need. When finished and decided to place an order, click “ADD TO CART” button
  • While at the Sub-Category page, you can select on the upper left hand “Default sorting” box to view items by different filter such as rating, price or sales rank. The “Default sorting” is product SKU in alphabetic order.
  • After item(s) selected and added to cart, it will be shown in the Shopping Cart at the top right. You can change the item(s) and quantity you are going to purchase by clicking the “VIEW CART” or, when done, just click “CHECKOUT” button
  • If you are a new customer, please follow the steps to create an account, or just “LOGIN” with your email and password if you are a returning customer
  • Then follow the steps to enter correct information, choose shipping method, payment type, and finally “PLACE ORRDR”

Is my transaction secured?

Yes, this site is guaranteed secure using the latest technology of the industry’s standard Secure Socket Layer (SSL). We do not turn on the SSL for browsing the site because it may slow down loading pages. But as soon as items added to cart, and you are ready to proceed to check out, SSL is immediately activated. All information sent via the internet is completely safe.

Is my personal information secured?

Yes, X1UP.com would like to make your shopping an easy and pleasant experience. Our customers’ privacy is the utmost importance. We respect your privacy and we assure you that your information will be used responsibly, only for the purpose of shipping your order. We guarantee that we will not release any information that you provide to us to any other party.

What forms of payment do you accept?

We accept major credit cards: Visa, Mastercard, American Express and Discover. We also accept Paypal payment, money orders and cashier checks, as well as company checks if you have established an account with us.

Do you take COD?

No, we do not take CODs.

Do you charge tax?

We only charge Californian customers, or orders with shipping address in California, a sales tax of 7.75% currently, except for government purchase or that your would be able to provide us with tax exemption forms, or resell permit.

How about shipping method and shipping time?

Most of the in stock items are shipped the same day if payment is received and cleared before 14:30 Pacific Time, or the next business day. However, quantity may vary subject to availability. For back ordered items, please contact us for availability information.

We offer standard ground (1-6 working days depending on zip code), 3 days, 2 days, or next day shipping method, and SmartPost. Please specify the shipping method at the time of order. Delivery does not count in weekend and holidays. For Saturday delivery (please see below), please contact us to make special arrangement. Additional charges apply.

Since we have no control over the carriers, we cannot guarantee transit time. Neither can we guarantee safe delivery of your order once the package is shipped. But we will be helping all the way, if there is anything wrong with your order, package damaged, lost or item defective. Please let us know immediately when anything abnormal happens.

What if I'd like to receive my order on Saturday?

Normally, we use Fedex Ground service that does not deliver on Saturdays. In case you do wish to have your order delivered on Saturday, you would have to use express service. And, there is also a Saturday delivery surcharge of $15 (PER PACKAGE) in addition to the express charge.

For instance, if you want your order to be delivered on Saturday, when you place your order:
on Wednesday, you will need to use 3-Day Express service, + an additional $15 per package
on Thursday, you will need to use 2-Day Express service, + an additional $15 per package
or on Friday, you will need to use Next Day Express service, + an additional $15 per package.

In all such cases, especially when you are not sure when your order will be delivered, please contact us before or right after you place your order online to let us know, since our website is NOT capable of taking such (Saturday) orders and automatically process respective charges accordingly. Otherwise, your order will only be delivered the following week.

What about SmartPost?

According to Fedex, “When it comes to low-weight shipping for residential customers, consider the efficient, economical FedEx SmartPost service. By utilizing the U.S. Postal ServiceĀ® for final delivery, FedEx SmartPost reaches every U.S. address, including P.O. boxes and military APO, FPO and DPO destinations. You can even use FedEx SmartPost to ship to Alaska, Hawaii and all U.S. territories.”

However, our experience tells us that SmartPost takes a few more days longer than regular Fedex Ground and Home delivery service, though more economical. Here is our record for packages delivered in days using this Fedex SmartPost service (weekends are not included):

StateST.ShortestLongestAverage
AlabamaAL576
AlaskaAK


ArizonaAZ344
ArkansasAR576
CaliforniaCA275
ColoradoCO597
ConnecticutCT587
DelawareDE555
FloridaFL576
GeorgiaGA486
HawaiiHI


IdahoID344
IllinoisIL597
IndianaIN677
IowaIA174
KansasKS576
KentuckyKY465
LouisianaLA396
MaineME698
MarylandMD677
MassachusettsMA698
MichiganMI486
MinnesotaMN4118
MississippiMS576
MissouriMO465
MontanaMT5
5
NebraskaNE465
NevadaNV4
4
New Hampshire
NH576
New JerseyNJ375
New MexicoNM476
New YorkNY5118
North CarolinaNC476
North DakotaND61410
OhioOH576
OklahomaOK465
OregonOR465
PennsylvaniaPA486
Rhode IslandRI677
South CarolinaSC365
South DakotaSD51410
TennesseeTN566
TexasTX375
UtahUT344
VermontVT698
VirginiaVA476
WashingtonWA476
West VirginiaWV687
WisconsinWI476
WyomingWY677

We do not have data for Alaska and Hawaii as packages to AL and HI are usually mailed thru USPS. For more information about Fedex SmartPost service, please clink the link here.

Do you ship to a PO Box or different address?

No, we normally do not ship to P.O. Box address. We charge an additional $2.50 service fee per order on top of postage for shipping our items through USPS, domestic or international.

Delivery to a shipping address that is the same as the billing address of your credit card will be made promptly. However, if a different shipping address is provided, delay can occur for verification purposes. We reserve the right to refuse shipment to different address if the order amount is over $100.

Do you ship internationally?

Yes, we do ship to most international destinations. We normally use the US Postal Service for international shipping; Fedex Ground Service to Canada and Mexico, or UPS at the request of our customers.

To some destinations, such as in Canada, we would like to ask our customers’ favor to prepay brokerage and duty (B&D), other than shipping and handling (S&H) charges. We will pay such B&D through our carriers on your behalf to the Canadian Customs. Our website is not able to add B&D. If you have already placed order with us, we will contact you to charge B&D prior to shipment.

Some international order may require advance wire transfer instead of credit card payment. If you have more questions, please contact us for more details before ordering.

Do you offer warranty on your products?

Yes. Depending on product category, we offer different limited warrenty on different products. For instance, we offer 1 (one) year (365 days) limited warranty, after date of sale, on all power strips and hardwired power strips. We may choose to exchange or replace for the same item if there is a quality issue. Please click here for the detailed Product Warranty Information.
If you need to return for refund, please see below for more details.

What about your return policy?

All items may be returned within 30 days after you receive your merchandise. Please see below for detailed guidelines:

If you need to return your purchase, please contact us for a Return Merchandise Authorization (RMA) number, either by phone, email. An RMA # will be generated for you.
Please note that if you do not have an RMA #, your package may be refused and item non-returnable.
Please mark on the return package(s) the RMA #, and send to us, shipping prepared, to the following address:

Customer Service
e-dustry, inc.
1940 E. Locust St. Ste K
Ontario, CA 91761-7674

– All item(s) must be in the original packaging.
– All returned item(s) must be accompanied by the original sales invoice.
– Promotional item(s) will be refunded with the promotional price(s) at the time of purchase.
– Clearance or “As is” items are non-refundable.
Shipping charges for exchanges and/or returns will be at the customer’s expense unless the item received was a shipping error on our part and/or defective item(s). We recommend that you ship the package back, freight prepaid. Original Shipping charges will not be refunded and we may charge 15% restocking fee, of the item’s original purchase value.
In case of cancellation of order after shipment already gone out, the buyer will also be responsible for any charge that will occur for the goods being returned to us.
In case of returns under free shipping terms, again, please send the order back to us as per the above, we will refund the purchase, less shipping that actually occurred and restocking fees of the items.
We reserve the right to charge more than 15% restocking fee in case of used or damaged items.

How do I contact you?

Please click the Contact us link at the top of every page to send us your inquiry through online Contact Form. Or you can click the About us link at the bottom of every page to see the details of our contact information. Just let us know your questions and we will get back to you at our earliest convenience.

We are a business, can we buy wholesale?

Please use the online Contact Form, fax (909.628.5007), or email to info@X1UP.com your contact information, your business licenses and resale permit, banking information and trade references to us. Our account executive will get in touch with you.

Do you do custom-design, manufacture or OEM?

Yes, we do. But there may be a minimum quantity requirement. Please contact us with your need, detailed specification, best with drawing. After we confirm that we could do the job for you with our quote on pricing and delivery time, we will need a written purchase order, or confirmation in written form, along with an advance payment. The amount or percentage of the advance payment varies from 15% to 50% of the order amount.

For obvious reasons, ETL (the equivalent of UL) certificate cannot be obtained for custom-made items within short time, unless there is sufficient time and customers are willing to share the respective certification charges.

Custom-made items are non-refundable. After the initial sample is confirmed, they cannot be returned for exchange or refund unless it is not made to the specification in the purchase order, or there is obvious quality problem. Minor issues such as scratch or packaging damage that happens during transit are not considered quality problem because they do not hinder the normal application of the custom-made unit).